As a result of the recent high rainfalls and subsequent flooding Melbourne Water is working with emergency services and other relevant agencies to review the impacts to our waterways and assets. 

For flood or storm emergency assistance, contact the VIC SES on 132 500 and for life threatening emergencies call 000. 

You can access current emergency information by calling the VicEmergency Hotline on 1800 226 226 or sign up to receive regular updates regarding flooding via the emergency.vic.gov.au website and app.

Our customers

Service standards, guidelines and resources for some of our key customers.

We listen to our customers to ensure that the essential services we provide remain affordable and sustainable, and help make our region a better place to live.

Our customers include:

  • Melbourne’s metropolitan retail water companies and other water authorities
  • state government, councils and regulators
  • schools and community groups
  • land developers and businesses that use river water
  • more than 4.2 million Melburnians who receive waterways and drainage services, including people in special waterway development districts

Our commitment

We aim to uphold the highest standards of service and deliver real value to our customers and community.

We do this by:

  • seeking customer and stakeholder feedback through our Reputation Survey
  • reporting quarterly on progress against our customer service charters
  • constantly looking for opportunities to improve our services, support teams and corporate functions

We are currently receiving a high volume of applications due to growth in demand for our services, which has unfortunately created significant delays. We acknowledge your patience and will make every effort to process your applications as soon as we can. View our current processing times.


Last updated:
21 September 2021